The Impact of Chatbots on Customer Service Efficiency and Business Transformation: A Systematic Review
Abstract
Abstrak.Chatbot telah menjadi elemen penting dalam transformasi digital layanan pelanggan dan strategi bisnis selama satu dekade terakhir. Penelitian ini meninjau 112 publikasi dari tahun 2010–2025 untuk menganalisis tren, metodologi, dan dampak penggunaan chatbot. Hasilnya menunjukkan peningkatan signifikan sejak 2021, terutama pada task-oriented chatbot di sektor customer service dan e-commerce. Mayoritas studi menyoroti penerapan AI, pengalaman pengguna, serta integrasi dengan strategi bisnis. Chatbot terbukti meningkatkan efisiensi dan kepuasan pelanggan. Selain itu, penelitian ini menyoroti peluang riset lanjutan terkait keamanan data dan konteks budaya lokal.
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